On Monday, May 11, 2026, my appointment with Empire Carpet and Flooring was scheduled with Mr. Nayyar, a very nice gentleman who initially came across as knowledgeable and precise in his work. He mentioned that he had been in the business for many years, which gave me confidence. After walking into my home, it was clear that I already knew what I wanted, so no upselling was necessary. I selected a carpet and was prepared to pay the full amount, but he advised that only a deposit was required. However, he did not measure the steps; he only counted them, which left me unsure how the total cost was calculated. We scheduled the installation for Wednesday, May 13, 2026, between 8:00 a.m. and 6:00 p.m. After waiting the entire morning, I sent a text to ask when the installation would take place. The response I received was cold and very direct: "I mentioned to you between noon and after. Call the 1-800 number if you need help." I found this response extremely disrespectful. I then called the 1-800 number and was met with more poor customer service. The representative dismissed my concerns, provided a claim number, and abruptly ended the call. As a new customer, I was shocked by how nonchalant everyone seemed. It felt as though this situation happens frequently, and the best resolution offered was simply a refund. Mr. Nayyar made a mistake, and instead of taking responsibility, it felt as though I was expected to accept whatever was delivered and be satisfied. I cannot recommend this company. As a first-time customer, this experience left a very bad impression. I was charged nearly $1,500 to carpet and pad two flights of stairs. The installer did not appear to understand the situation, and when I looked inside the truck, I saw dirty padding and carpet placed on top of the carpet I had purchased. That alone was concerning. When I realized the carpet delivered was black instead of gray, I decided to decline the installation. I am very glad I insisted on seeing the carpet before installation. Now I understand why payment is required before installation--once the carpet is installed, there is little a customer can do. In my case, I am grateful I trusted my instincts. Customer service: negative one star. Sales experience: negative one star. The installer was not at fault, but the lack of protection for the new carpet raised serious concerns. I will never contact this company again. Herndon, Virginia Location read more

Called wanting an estimate on changing carpets in 3 bedrooms Salesperson came out and measured one room . He didn't measure the other two because he said there was tile underneath. He didn't inspect the floor. Went to his car and brought me 6 binders with samples. Starting price for a bedroom was close to $3,000 and lowest $1500. When I asked how much did the bedroom measure he did not want to tell me. After i asked three more times, he said maybe around 200sq ft. That room does not measure that! It's only 170 sq ft. I told him it was too expensive and he suddenly remembered he had two other binders that may bring me closer to my budget per room. After a conversation with his "manager" he brought down the price to $1050.00. I declined and he made yet another call and came closer but not my budget. I thanked him and told him I had two other estimates and he called his manager again. He informed me that the price quoted would revert to the more expensive one if I didn't sign a contract on the spot. I declined. He was visibly upset and told me to sign since I could rescind the contract within 3 days. I declined as well. I did not appreciate the overly high price and pressure to sign a contract. Will not recommend! 1 star for showing up within time frame of the appointment. read more

I hired empire to install new carpet on 2 sets of stairs to replace existing old carpet. To begin with, the salesman made promises that were not kept. He told me that padding was plush and that the carpet was high quality. As it turns out the carpet ravels and the padding is so thin that you hardly notice any cushion at all. In additional I can feel the nails as I walk on it. Also, he did not mention that this carpet shows footprints whenever you walk on it. When I complained to customer service, they told me that since I signed that the job was complete at the end of the installation, they would not do anything about it. I could not recommend this company. I should have checked the reviews before hiring them. read more

We have done business with empire on multiple occasions. On the most recent transaction we purchased hardwood in 5 rooms and we suckered into buying the insurance. In a little over 18 months we have filed 3 insurance claims, in different rooms, for different reasons and different dates. All 3 have been rejected. Our recommendation would be to find a company who stands by thier word, installation and products read more

Good prices and good work. I feel they did a great job laying my floors. I was impressed. read more

The lvp flooring was good. The carpet seems to be almost deteriorating or something. There's a dust of some kind in the air constantly. It's on everything. I've developed an allergic reaction. They haven't seemed very helpful. We are stuck with this. read more

Some time ago, I made the mistake of not being willing to wait for good carpet to be ordered and went with Empire. Not only did I get a very skilled manipulative and high pressure salesman, but the carpeting I bought was not the quality I expected for the cost. I've been stuck with it for long enough. To replace it, I went with a much better local company. My best advice is to do your research and don't be impatient. read more

I paid my balance in full over $500.I called before about the same problem .The flooring is separated from the threshold,leaving a gap n collecting dirt..After paying off my debt to Empire Floors,they wanted to charge me $326 to come fix the problem AGAIN!!I wasn't aware of the 1 year warranty..being a dependable client,paying on time,you would think they would show good customer service!!! Do Not buy from them!!!! read more

Horrible job. Used my old transition strips on the steps. Cut into the carpet in my hallway to install. Left an the cover of an electrical outlet off so the inside was exposed. Told me I had to place an area rug over the transition between living room and hallway (where they cut into). Just do not use them. read more

I was a little hesitant to go with Empire because reviews are so bad, but everything was going fine. Got my estimate. Pricing was good. Then when they came back to sign contract they said I had to disassemble and reassemble all the beds. New rule after my estimate given. Wasted my time. but looking at the reviews, maybe I dodged a bullet. read more

My project was finished but not without unnecessary drama, like not showing up with ALL the materials you need. Rudy and Walter the installers were great and were apologetic however it was impossible to get anyone in customer service to respond. I was initially told the materials need to be ordered with no definitive arrival date. Again, project complete but too much drama, anxiety and frustration. read more

Empire Today - A picture of an unfinished project - Carpet Installation Near Me

We were taking estimates for a carpet replacement for our family room. The customer service representative came to our home and measured the room and quickly sat down to go over the prices of the carpet. He spoke very fast in which it sounded like a memorized script. He showed us a premium, mid-grade, and low-grade swatch. He gave us a quote which it was very high for one room. After we told him what our budget was and what we wanted, he proceeded to make a phone call to see if he could get the quote lower. After all was said and done, he sold us the premium carpet at a price we agreed with. The installation was scheduled for the next day. When the installers arrived, they had the low-grade carpet and padding. Basically, it's a bait and switch. My husband refused to have the carpet installed. The carpet was not what we ordered. My husband called the company to as for a refund of his deposit. The customer service representative hung the phone up . He called another number and requested a refund. This company is not the type of company I would refer anyone to. read more

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Ordered my flooring from Empire Today after I had a flood in my house. The installation crew, David Riano of Riano's Contracting, were excellent. The installation of the floor was completed in one day and looks great. The crew was efficient and polite. They cleaned up afterwards which I truly appreciated. I would recommend David and his crew to anyone. UVF, Dunedin FL read more

Be careful they sell a bill of goods and don't stand behind their services. I bought top of the line carpet. Looked great but then rolls start forming. I paid an extra $500 to have the carpet stretched. Now a year later it is doing it again. I asked a pro and he said it wasn't installed correctly. I call and they tell me I need a new carpet. Don't fall for the quick fix and poor customer service. You don't get what you pay for. I'll post pictures in the next few days. Please be warned. read more

- they took my deposit 9/3/2021 - called me 9/9/2021 to confirm my install date of 9/13.. - called me back 9/10/2021 and left voice mail my appointment is cancelled as they do not have the product I chose - I have since left 4 voice mails to corporate.. texts to my sales person, Brian.. - No call back / no answer.. ***BUYER BEWARE*** read more

If I could rate it a zero, I would! I've used Empire four times when I lived in Raleigh, NC, and every time was a flawless experience from start to finish. Now I'm in NOVA and have had one of the worst customer service experience of my life. In response to my online request for a in-home quote, my phone blew up with calls from multiple customer service reps, and continued even after I booked the estimate appointment. Even though they were so anxious to get me an appointment, the rep never showed up and never called. Not wanting to let one bad apple spoil the bunch, I called a scheduled another appointment. The rep came out - he was excellent. We booked the installation and paid. On the day the installation was scheduled, I received a call to reschedule because they didn't have enough installers that day. I rescheduled for 10 days later. I received a call the day before confirming my appointment. Arrival time given - between 8 am and 6 pm! Luckily I work from home. On the installation day, I didn't hear from anyone until 2:45 pm. It was a call from the local customer service asking how my installation went today. I informed her that it hadn't happened yet and I had not heard from anyone. She sounded confused, and asked if I could hold on while she contacts the installation team. I was on a work conference call so I asked her to call me back. 40 minutes later, she calls to say that they will be at my house by 4:30 pm (within the hour). They never showed and I never received a call. When I called the main customer service to ask for a refund, the wait time was 51 minutes! When I finally got to someone, she took all my information, then told me that she wasn't able to process the refund - she would have to transfer me to another department. How long will that take? She checked and said it's a pretty long wait. She said she could send my request for refund they will call me the next day. Needless to say, I don't expect a call from anyone, and expect to have a battle to get my money refunded. DO NOT GO NEAR THIS PLACE! IF YOU HAVE TO SPEND A LITTLE MORE, IT WILL BE WORTH IT! read more

They are a fraud! their employee had me sign a job complete form and said this was a verification that he was here to review the fixes. and after that, no one would pick up my phone or answer my emails! Their manager hung up on me - they do NOT stand behind their product or their service! please do NOT spend your money on their products! read more

If I could give a zero, I would. I have had 2 appointments scheduled with someone to come out and give an estimate. The first one was canceled 30 mins before the Appointment time. He was having problems with his eye. Ok, I'll give him that. Headquarters called and apologized so I rescheduled. Today he called from his car and told me he couldn't find a place to park. The nonsense goes on and on. I have moved on and will never call this company again. read more

I contracted with Empire Today to install carpet in 3 rooms. Several years later I had problems with the installation of the carpet. It started to buckle. I called to have them correct the problem. It took weeks to get a return call and to schedule someone to come out. They sent out 1 person in his late 60's. His attitude came across that he did not want to fix the carpet. He wanted everything cleared out of the room before he would do anything. This is not the case when the installed the carpet and before they had my money. Once everything was removed I could not get him to come back. I finally got ahold of a manager. They now state they can not do it for free that they will have to charge me. Do not do business with them. Once they get your money it is all over. Pete K. read more

Install team barely spoke any English so communication was a challenge. They did a poor job blending the carpet with the already existing carpet. Left extensive damage to the baseboard trim. Did not properly put furniture back together after assuring me they would. Customer service rep who called the next day to check on the job was patronizing and condescending after I told her what the issues were. Overall the experience was terrible and I will never use Empire again read more

Horrible!!!! Scheduled and confirmed an in home appointment to select carpeting. Appointment was scheduled for the 21st between 1 and 3 PM. I received text message confirmation the day of the appointment as well as several days prior. On the day of the appointment at 2:50 PM I received a text from Empire stating that my appointment was now scheduled for the 31st between 9 and 11 AM. This change was made unilaterally by Empire without contacting me via phone. text or email. I called customer service who told me the rep was just too busy to fit it in and it had been rescheduled. I modified my schedule to be available only to have the rep never show up and never bother to contact me. If this is the sale experience what must installation be like. I will never buy anything from Empire and will make sure everyone I know avoids this rude and unprofessional company!! Recommendation: Find and support a smaller local company that is actually interested in your business and cares about their reputation! read more

While I did not have them do work yet, I do want to say the estimation process was very smooth. A nice man came out, heard my spiel, measured to confirm my measurements (I was spot on), and provided an estimate with an inexpensive carpet and with Berber. The two prices were less than $150 apart, and both were 10% to 25% lower than the nearest estimate. The company made a followup call 2 weeks later to see where we were in the decision-making process, answered a couple of questions, and was very pleasant. No high-pressure employed at any step of the process, though the estimator and I being about the same vintage may have helped. I don't know how they do on actual installing of carpet but I wasn't anywhere near as peeved as others who have posted here regarding the estimation process, though they have had work done and have a slightly different take on the matter than I. Always be on your guard, get several estimates, shop around, etc. However, my experience with Empire Today estimating (not actually doing) work was fine. read more

This company is awful! They turned a one day job on contract into a week. My.main floor was nonfunctional for 7 days. They didn't even want to reimburse us on time spent waiting everyday while nobody came to finish the job. After it was all said and done the job was not satisfactory and one week in we are finding problems left and right. read more

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In the past, I have not only raved on the products, professionalism, customer service, and price, but highly recommended this company. Not so this time! After the install of the new laminate floors, I noticed imperfections in several planks. The installers refused to remove the imperfect planks and said for me to contact customer service. I contacted customer service the same day of the install and was told that an inspector would come by the next day to inspect and discuss next steps. THIS DID NOT HAPPEN. I received a voicemail asking how did the inspection go. After asking what inspection I was told that the matter had been escalated and assured an inspector would contact me. An inspection date was set. Needless to say after waiting all day, THERE WAS NO INSPECTION OR COURTESY CALL TO RESCHEDULE. I am thoroughly disappointed and would never recommend this company again. read more

I had carpet installation in 3 bedrooms on 08/25/2023 by Empire today/ Luna. I never had a problem with the salesman Mark Farmer until after this installation of carpet. I paid the first deposit to him by via of Visa. The second payment was made the day of installment. Sied, who sent out these 2 employees to install the carpet needed a verification #, and this time I made an error and paid by check. I called my credit card company and she gave me the authorization # and I gave it to one of the employees but Sied would not accept it. He is the one that send these installers out. I then had to make numerous calls to the bank once again and put the employee of the bank on intercom with the bank employee to give him the authorization #. Needless to say, he also gave her a hard time. The authorization # was the same one I had originally handed to his employee. I bought carpet, not spending my time calling all these numbers to get the same verification #. When Empire had first called me they actually told me they needed all the information before the installation could be done. I told her I did not feel comfortable paying for a job that was not done in case there were problems . She then told me that the job could not be done. I dealt with Empire before and you always gave the ending balance the day they arrived. After they completed the job, I notice carpet marks in 3 of the bedrooms walls which are very visible, a knife mark on my laundry door and also a big carpet mark leading into the hallway. These are very visible marks that will need painting. Empire offered me $150.00. This is a mere drop in the bucket. I called the painter I usually use and he has the estimate, sent a message to Mark Farmer who sold me over $7,000 worth of carpet and he will not answer my phone calls or e-mails. The company that is handling the paint job is unable to get any answer from Empire. or Mark. I purchased carpet, not a painting job of 3 bedrooms. The clean up was bad, and I had to call and have them come back because they had not moved some of the furniture that I had found in the wrong place . When you look at the job, you actually are looking at the carpet that was installed, not the walls. That happens when you start to put all your decorations back on all the furniture was moved. It is sad you have to learn your lesson the hard way. Once a company gets paid, the customer is forgotten. read more

Empire flooring is a crooked organization that no one should use. This happened to us as of 1/14/20. The salesman came out and he was great, he was informative and gave us an okay price. The salesman directly gauranteed the price we shook hands and he left. Later that night a salesman calls my wife and offers her a much lower price if we agree to it now. We're hesitant but it's a great price so we jump on it. Then when they have our floor ripped up and our pants down they turn around and jack up the price. They are numb to the actions of their salesmen and this charade is clearly a routine. They are essentially a consulting firm who is a middle man between you and an installer. 100% do not use this company. read more

Bad installation for $6111. I have streak marks in the middle of floor that I cannot get rid of. And they said they offer affordable pricing, but this vinyl was over priced and have finished edges or trim. Do your homework before choosing this company. read more

Dirty tactics. Liars. My experience with Empire began with a nice salesman who came to measure and show me options. When he shared the samples, he proceeded to quote me with the "regular" (inflated) price and then a "next day installation" price (a tactic to rush the sale). The carpet I selected carried a $15k "regular" price and an $9,200 next day price for 65% density and 1234 square feet including taxes. I committed to the install but reserved the right to cancel. I quickly found a company that would offer a similar quality 60% density for $6k. I notified Empire that I was cancelling and they offered to match the price. The salesman and his manager signed off via multiple emails confirming the adjustment. When they called to confirm installation, they had the old price and I told them it was adjusted and to confirm before they arrive. Needless to say the installers showed up and asked for $9,196.87. They also had what appeared to be a lower quality carpet that was loose and didn't have the same density of the sample I selected. The installers connected me with customer service who informed me that the price match was APPROVED, but then yesterday it was REVERSED! Say whu??? No one notified me! And they would not honor the agreed upon price. I sent the installers away, and feel bad that they lose a day of work. I hope Empire still pays them because it wasn't their fault, but I doubt they will. This entire process was slimy and I would never recommend Empire. Working with Price Co Floors in Laurel, MD. https://www.yelp.com/biz/priceco-floors-inc-laurel-3?osq=carpet+price+co They have 4.5 stars on yelp. I should have consulted Yelp before I even began this process! read more

This is the second time we used Empire. Again for carpet Nd also for vinyl hardwoods. Service was great, prices were fair, and our installation teams were courteous and on time. Victor, who did our floors, was exceptional. read more

DO NOT HIRE Empire Today!! Now on DAY 4 of what we were told would be a simple install. The sales team lies. The installers are poor with ZERO attention to detail. The service managers do not respond. My house is still torn apart baseboards are not finished, the installers never have supplies on hand, glue on the new floor, and NO communication from Empire Today. WARNING TO EVERYONE!! read more

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To: CEO of Empire Today I would like to send our appreciation for the way your staff at Empire upgrades our floors to hardwood floors, making our home look so beautiful. Ms. Pamela Price, Sales Executive and her staff, Allen Remberto Joya Castillo and his employee's worked and were so professional, understanding, and pleasant to deal with. They made sure their staff, which there were about four (but I don't remember their names) were most helpful and attentive to our needs while replacing the floors. My wife and I just moved into this house and it needed the flooring redone, I am a Disable Vietnam Veteran with health needs and we're so grateful for the attention and care given to us by Pamela and Allen. We have to say job well done, with this outstanding flooring group, material used and your staff. They are credit to your organization and reputation as a great Floor company. Have a great holiday and be safe Robert G. read more

Unbelievably poor quality and will not honor contract. I had old floor removed and wood like ceramic tile installed in my kitchen and family room. Everything is uneven. The grout started to come out all over the area. I called and they sent ine guy from the same crew. He refused to do the repairs properly. They did not secure the under lamant and the floor moves. This guy did not remove the old thin set when he replace the loose tiles. He replaced about 10 5x36" tiles and they are all a quarter inch higher than the initial installation. They are all loose again and more throughout the area. It is impossible to talk to an install manager. I have called 20 times. No one will return a call and work out the problem. They are scheduled to come again and look at it. Have zero faith we will ever be able to fix it. I had another company look at it and they said it was a rookie job and should be completely torn out and done properly. If someone from empire reads this I NEED A OBONE CALL! read more

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I paid premium for group quality carpet with warranty. I've contacted them numerous times wasted many hours on the phone no one returns my calls or tries to help. The complete carpet installation that they installed was done wrong read more

Empire Today - Empire today installed my carpet warranty and will not return my calls and fix the poor installation - Carpet Installation Near Me

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Wow, I am actually amazed this company is still in business. We waited 2 weeks for an appointment, Got FOUR confirmation texts about the time window, we confirmed all of them up to an hour before arrival. Window came and went. Someone called and said "they are an hour behind"- I told them my husband and I both took OFF WORK to wait and that we have meetings later so we need to know for sure if they will be here just an hour late or later. I said PLEASE, if they cant make it just let us know. Now it has been an hour and a half after the window and NOTHING- I have called every customer service number and the wait times are over an hour. I tried the live chat and "there are no chat assistants available". How can a company expect anyone to trust them with their money and home if they cant even respect their time. I cant even get a hold of anyone to tell them they are fired! read more

I'm writhing this as I sit on hold with Empire today's "customer service". See the photo attached to show that I've been on the phone with Empire for over 2 hours!! It is now past 2pm on my day of carpet install. My sales person, who came to measure last week, told me that the installation workers would call by 10am on the day of install, to provide me with a time window for arrival, that way I could plan my day accordingly. I also received several text messages & an email confirming install date and the promise of a call to provide a day of install time window, (see attached pic). Well, today is the day of install, as confirmed in writing. It's 2:30 and the installation team hasn't arrived AND we never received that call to give us a time window. I phoned Empire almost 2 hours ago to find out if I am still on their schedule for today. I call and got a message saying "wait time to get a telephone rep is estimated at 36 minutes", but I'm instructed that for "faster service, I can chat with an agent online on the Empire today website". I hang up and go to the chat now option on the Empire Today website, only to be informed that there are no chat representatives available (see screenshot) . Ok, back to calling Empire and waiting the "estimated 36 minutes", which turns out to be a 50 minute wait to get a live person. The rep answers at minute 50 only to ask my name, phone number and address. She then asks me to hold while she contacts my installation team. She puts me on hold and I've stayed on hold for ANOTHER hour+ ! Attached is a screen shot of today's call to Empire's 866 number along with the 2.5 hour duration of my call. How is this acceptable customer service? It's not. Because I've been on hold for so long, I figured that I'd use that time to write a real time review about their non-responsive, unreliable customer service. UPDATE: it's now 2:20, a rep, "Carmen", finally picked up the phone to tell me that she isn't sure that I am on any installers schedule for today, despite the multiple confirmations/reminders I have received via email and text (see my screen shots of confirmation texts with date). I've been told to "hold for a supervisor". Waiting, waiting w/terrible hold muzak.... Still waiting. I took a day off of work for this??? I 100% regret using this awful company. They sure were fast to process my deposit! They do not value customers. Doubtful that the carpets will be installed today, as promised in WRITING. Because they screwed up, my entire day off has been a total waste- stuck at home, on hold, waiting for nothing. I will not accept a rescheduled install date. UPDATE: it's 5:00 on my install date. No one called or showed up. Customer service promised to call me back promptly- that was 2 hours ago. My next step is to call my credit card to void the partial deposit made, as Empire failed to show up or even call to provide a window or reschedule. Looks like Empire lost a sale and I lost an entire vacation day for nothing but hassle & a headache. If their installers are as incompetent as their customer service, I may have dodged a bullet. Update. 6:00 day of confirmed instal. No one ever called or showed up. I called Empire at 5:40, only to learn that my name was mistakenly not added to any installers schedule. Why wasn't I told this during my initial call at 1pm? I sat around all afternoon with this understanding that "some installers show up as late as 6pm. Solution per empire is to reschedule. The soonest date available is not for 12 days. My advice, Do NOT use Empire Today. Finally, Empire Today has reviews on its website. Cleverly, you can not leave a review unless you are a verified purchaser. Even though I paid a deposit a week ago, and had install set up for today, I am not considered a verified customer, as the sale has not been completed. The irony in this is ridiculous, as the sale was not complete due to Empire's error in not adding our job to their installers schedule. read more

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Their crew came & scratched all my walls. After calling them several times they finally said all the scratches caused by our crew is at your expense! Really? read more

Awful customer service. Mary called me to see if she can come earlier. I moved up the appointment. She came half an hour late for my estimate. She wanted to pitch me her sales pitch for 2 hours on my lunch break, then stormed out when I asked to to speed up the process. It should not take 2 hours to get a quote for 800sf ft place. read more

So I normally don't do this but I'm beyond annoyed at this point. Anyone in the NoVa area who's looking for carpeting avoid Empire Today! They're more than happy to take your money but they don't finish the job. And when you call to find out what's going on, they give you the run around and tell you to stop calling and laugh at you. And now they won't answer when I call. I'd give zero stars if I could. read more

Sales team was so upbeat - so happy to help. Turns out they left out a few details - like we had to remove all objects from furniture (books, drawer contents, etc). 1st time the installer came to do the LVT - took a look and said they didn't have enough material with them. THEN WHY DID THE SALES TEAM MEASURE?!! 1st call to customer service - no callback 2nd time installer came - they refused to install carpet as they wouldn't move furniture or touch anything. 2nd call to customer service - apologies for LVT not being installed. Rescheduled. (For today. They didn't show, btw) CS rep said they couldn't change the install date to include multiple dates to allow for us to clear each of 3 levels. Had to talk to sales rep first - they couldn't reach sales rep. 3 more calls to CS - requesting callback: 1: called back and put on hold - after 5 minutes went back to my luncheon. 2 - no one there. 3 - finally got someone to call back from local office. Just horrible customer service. As mentioned above - still waiting. Horrible customer service. Horrible. read more

DONT USE THIS COMPANY! Customer service means nothing to this company! We spent $20,000 on hardwoods. The crews that came were loud and wild. Played around with the wood. Chasing each other around. Left our doors wife open going in and out letting cicadas in. Left a huge mess. Barely spoke English so we couldnt even get them to understand we wanted them to calm down. They were supposed to return to carpet the stairs. Theu cancelled us THREE times claiming overbooking. We called every day asking to speak to manager because we took off work to be home for them. No one EVER called us back!! Please dont waste your time and money with this company. They care nothing about their customers!! read more